Software Process Engineer 4

Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Software Process Engineer 4 for a 100% remote contract opportunity in Carson City, NV. This role will assist in facilitating a comprehensive revamp of service offerings to transition an existing call center into a contact center using the AWS Connect solution.
REQUIREMENTS

• Bachelor's degree in computer science, information systems, software engineering, or a related discipline.
• Minimum three (3) years of hands-on experience in constructing call flows and IVR systems using AWS Connect, along with configuration and deployment of the Amazon Connect Platform.
• Proficient understanding and practical experience with various AWS Services, including Comprehend, Connect, DynamoDB, Kinesis Data Stream, Kinesis Video, Lambda, Lex, S3, Transcribe, Polly, and Salesforce.
• Experience in virtual network design, deployment, and troubleshooting within AWS.
• Proficiency in managing AWS environments, encompassing tasks like environment architecture design, automation, network engineering, security, storage, systems administration, monitoring, incident response, and configuration management.
• Extensive expertise and familiarity with IVR, Automatic Call Distribution (ACD), skill-based routing, Live Chat, as well as experience in creating process flow documentation.
• Strong interpersonal, verbal, and written communication abilities.
• Demonstrated track record of delivering technology solutions in fast-paced, deadline-driven enterprise environments.
• Experience with Infrastructure as Code (IaC) and configuration management languages such as Terraform, AWS CloudFormation, CDK, Azure RM Templates, Ansible, or equivalents.
• Familiarity with automated testing and quality monitoring tools compatible with Amazon Connect.
• Knowledge of Amazon Connect, Salesforce, and MuleSoft.
• Thorough understanding of version control systems, build and deployment processes, and release automation tools.
• Excellent interpersonal skills to collaborate effectively with cross-functional teams.
• Analytical and problem-solving skills to identify and resolve release-related challenges.
• Familiarity with agile methodologies and project management practices.
• Understanding of DevOps principles and practices.
• Participation in overall project implementation, utilizing best practices in strategic planning, information and logistics management.
• Management and mitigation of risks and issues, including corrective action as necessary.
• Development, maintenance, and updating of business and functional requirements.
• Alignment of deliverables with the project plan and desired outcomes.
• Creation and maintenance of project documentation.
• Excellent analytical and communication skills necessary for effective work in the field of application development and maintenance.
• Proficiency in understanding integration technologies, domains, and workflows.

SCOPE OF WORK

• Build a fully functional Amazon Connect contact center to replace the current call center with the minimum capabilities:
  • IVR/IVA
  • Call routing
  • Call tree
  • Skill based routing
  • Call Queues
  • Omnichannel communications
  • Reporting via Lex
  • Chatbot

• Work proactively to address and resolve issues that may impact release schedules.
• Manage version control systems to ensure accurate tracking and documentation of software changes.
• Coordinate the branching, merging, and tagging of code repositories.
• Oversee the build and deployment processes to ensure consistency and reliability.
• Collaborate with QA teams to ensure thorough testing of software releases.
• Implement and maintain quality gates to prevent the release of defective software.
• Evaluate and optimize release processes to improve efficiency and reduce time-to-market.
• Stay current on industry trends.
• Monitor and address issues reported post-release, working closely with support teams to provide timely resolutions.
• Special project tasks within assigned program area.

DELIVERABLES

• Migrate, modernize, and deploy customer call centers to the Amazon Connect platform.
• Build and continuously update call flows and IVRs within Amazon Connect.
• Export current day Chatbot into the Amazon Connect ecosystem; should also include updating chatbot to utilize functionality within Amazon Connect.
• Develop Amazon Connect AI which includes, but is not limited to:
  • Amazon Q
  • Lex
  • Contact Lens

• Explore and evaluate leading edge technologies for integration into customer environments.
• Solution, migrate, and optimize customer workloads from on-premise environments into AWS.
• Solution, design, and modernize customer workloads and/or design and deploy new customer applications in AWS.
• Design and implement availability, scalability, and performance plans for AWS managed service environments; continually re-evaluate existing stack and infrastructure to reduce costs while maintaining optimal performance, availability, and security.
• Assist in creating test scripts prior to promoting changes based on vendor lead build cycles after each successful sprint.
• Assist in creating training requirements for end-users.

Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.